EPA Frequently Asked Questions

Once I have been set up as an EPA authoriser does this automatically give me access to any online sector services?

No. You will need to logon to EPA and request access for yourself to the online services you need.

What does it mean when someone appears on our users list?

When someone appears on your users list it means that their Education Sector Logon account is associated with your school or kura.

A staff member at our school has an Education Sector Logon account but they do not appear on our users list. How can I give them access?

If a staff member at your school or kura has an Education Sector Logon account but does not appear on your users list it means that their account is not associated with your school or kura.  To request access for them, follow the instructions for How do I request access for a staff member that is not on my list of existing users?

What is a ‘role’?

A ‘role’ or ‘role entitlement’ is the access permissions required to be able to log on to an online sector application and perform certain actions within that application.  For example, e-asTTle School User gives the user the ability to create and assign tests in e-asTTle.

I can see the name of a staff member that left our school/kura years ago, why do they still appear on my users list?

Your users list will list every person that has an Education Sector Logon Account that is associated with your school or kura.  If you see a name that is unfamiliar or the name of someone that has left your organisation, you can have them removed by submitting a deactivation request.  Follow the instructions for How do I remove all access for staff that no longer work at my school or kura?

How long does it take for the Education Service Desk to action my request?

If you submit your request before 6pm on a weekday, the Education Service Desk will make every effort to action your request on the following business day.  However, please allow for between three to five days for your request to be processed as it can take longer for your request to be processed especially during peak times like at the start of term.

What happens when the Education Service Desk actions a request I have submitted?

The Education Service Desk will send a confirmation email and if applicable a temporary password to the person you have submitted the request for once the request has been actioned.

How can I check the status of a request I have submitted?

Log on to EPA and go to the ‘Your Requests’ page.  The columns labelled “Request Status”, “Status Date”, “Progress” and “Completed” will indicate the current status of the request.  Please note that this status is only updated at 6pm each weekday.

What does the request status “Saved as draft” mean?

If the Request Status next to a request listed on the ‘Your Requests’ page says ‘Saved As Draft’, then this means that the request has been created without being submitted to the Education Service Desk and consequently will not be processed.  To submit the request, first click on the green View button next to the request, and then click on the green Edit button.  This will take you to the first step of the request so that you can review the details that have been saved.  If you need to you can click on the green Next button to go to the Add/Remove Roles page to review the roles that have been included in the request.  Once you have checked that the details in the request are correct, click on the tab labelled “(4) Sign and Submit” to go to the Sign and Submit page, then click on the blue Sign and Submit button to submit your request.

I need to set up my staff with logons at the beginning to the school year. When should I start doing this?

The Education Service Desk recommends that you do this as soon as possible.  The beginning of term, and especially term one is a peak period for the Education Service Desk when a very high volume of requests are received.  Consequently it can take longer for the Education Service Desk to submit your request during this time.

I can see a message that says “Has pending requests” next to someone on my users list. What does this mean?

The Has pending requests next to a person’s name means that there is an active request that has been submitted for this person on your users list that is awaiting completion.  Normally this flag will clear within a day or two of the request being completed.

The ‘Request change’ button is disabled when I try to submit a request for an existing staff member. What should I do?

The request change button will be disabled when the person on your list has a ‘Has pending requests’ flag next to their name.  This is because a currently active request must be completed before a subsequent request can be submitted.

What does the request status “The Service Desk was unable to complete the request” mean?

The Education Service Desk uses the status “The Service Desk was unable to complete the request” for a variety of purposes.  This includes rejecting a request when the Education Service Desk has been advised that the request was submitted in error.  This status does not mean that the Education Service Desk has not actioned your request.  A tick in the ‘Completed’ column indicates that the request has been completed.  If you are unsure if the request has been submitted, ask the person you submitted the request for to check if they can log on to the requested online sector service.

I requested ENROL school administrator access for one of our staff a while ago and they don’t have access yet. Why is this?

School administrator access to ENROL is granted to requested users only after completion of ENROL user training.  When the Education Service Desk receives a request for access to ENROL with School Administrator access rights, the Education Service Desk checks whether the user has ever completed ENROL training.  If the user has not completed training, then an email will be sent to the user with instructions on how to log in to the Training Services website and book an online webinar session for ENROL training.

I requested PaCT access for one of our staff. The request status says that the request has been completed but they are not able to login. Why is this?

Logging on to the PaCT for the first time requires some additional steps.  Visit the PaCT info website https://pactinfo.education.govt.nz/ for further information or contact the Education Service Desk.

I requested TWA access for one of our staff. The request status says that the request has been completed but they are not able to login. Why is this?

Logging on to TWA for the first time requires some additional steps.  Visit http://tmoa.tki.org.nz/Mataiako/Te-Waharoa-Ararau for further information.

What do I do if I get a message saying that an unexpected error has occurred?

Visit the EPA webpage Tips for EPA authorisers for further information about this message.

One of our staff members has changed their name; however EPA won’t let me change their name. How can I request this change?

Contact the Education Service Desk.  They will advise what you need to do.

I am a school leader, do I to need request access to everything for myself?

No.  You only request access to the online services that you need and will use.  Some of online services that can be requested are only for certain groups of users, or for particular types of schools.  If you are unsure what you need access to, contact the Education Service Desk.

How to a request access for an e-asTTle external coordinator?

The e-asTTle external coordinator role is a specialist role that is set up different.  See the e-asTTle help page for further information about external coordinators: http://easttlehelp.vln.school.nz/category/ext-coord